Contact Centre Research

Full-Time Workers Are Not the Most Productive
2021 Survey Results Contact Centre Multichannel Mix
Multichannel Contact Centres: Voice Remains the Channel of Choice
Contact Centre or Call Centre? Which do you prefer?
81% of People Prefer Contact Centre to Call Centre
An image of a clock and a calendar representing shift patterns
Contact Centre Shift Patterns: The Latest Findings
Most Important Measure of Success
Customer Satisfaction Now the Most Important Measure of Success
How many applications do your agents use to help a customer
51% Use 3-4 Applications to Help a Customer
2021 CCH Survey Results Knowledge Base Challenges
Survey Results: Knowledge Base Challenges
Two people jumping with a chess board representing important skills
Survey Results: The Most Important Customer Service Skills
2021 survey report
2021 Survey Report: What Contact Centres Are Doing Right Now
A photo of a happy person reading a report
New Survey Reveals Surprising Insights Into the Contact Centre Industry
2020 autumn survey report
2020 Survey Report: What Contact Centres Are Doing Right Now
2020 spring survey report
2020 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?
2019 autumn survey report
2019 Survey Report: What Contact Centres Are Doing Right Now
2019 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?
2018 autumn survey
2018 Survey Report: What Contact Centres Are Doing Right Now
2017 survey report
White Paper (2017 Edition): What Contact Centres Are Doing Right Now
Contact Centres Aren’t Adapting Self-Service Systems After Installation
Over a Quarter of Customer Contacts are Low Quality
Contact Centres Prioritise Quality and Performance Speech Analytics
More Than Half of Contact Centres Are Looking to Deploy Speech Analytics
Most Contact Centres Do Not Measure Emotion in Their Metrics
Most Contact Centres Use Platform Stats to Measure Agent Performance
Nearly Three Fifths of Contact Centres Incentivise “Going the Extra Mile”
A graph demonstrating "Which performance management tools do you use?" with 80%- spreadsheets, 75%-Call Recordings 22%- WFM Software, 13%- Agent Evaluation Software, 4% Speech Analytics
Just 4% of Contact Centres Are Using Speech Analytics
 
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